This yr has been a wild experience on the subject of Google My Enterprise (GMB) – erm, I imply Google Enterprise Profile (GBP).

Essentially the most notable change in 2021 was its rebranding and the total rollout of the potential that allows entrepreneurs to handle enterprise profiles through Search and Maps.

For a time, Google Enterprise Profile help was massively backed up with requests and the backlog took a number of months to filter.

And nonetheless, there are a number of ongoing points. It may be irritating when issues aren’t working the best way they need to and in some circumstances, it is mindless as to why the problem exists or has not been resolved.

However have religion – Google’s help and engineering groups are consistently engaged on many bugs, new options, and extra. They do attempt to keep on prime of points which can be introduced up within the GBP group and by Product Consultants.

So, kudos to the staff for fixing main points equivalent to the case of the lacking supervisor (tied to website supervisor migration) and the Kansas Bug.

On this column, we’ll develop on the earlier replace so you’ll be able to rise up to hurry with what’s modified since June. First, let’s check out a number of new GMB/GBP points which have come up and what you are able to do about each in case your listings are affected.

New Issues With Google My Enterprise

1. Addresses For SABs Can not Be Cleared

Screenshot from Google Maps, December 2021

We’re seeing a sample the place enterprise profiles are being reinstated after a suspension and the previous handle that was displaying comes again on reinstatement.

And the rationale most of those profiles had been suspended?

They had been displaying an handle, so they’re nonetheless in violation of the rules and there’s no technique to clear it.

Screenshot from Google My Enterprise, December 2021

The Repair: At present there is no such thing as a repair, you’ll have to watch for Google.

The Timeline: No estimated timeline, GBP is investigating the problem.

2. Reinstatement Loops

A “Reinstatement Loop” is a time period used to elucidate what’s taking place with the 1% of profiles or in order that I seen had been suspended proper after a reinstatement.

The trigger was often that the enterprise used a FedEx or UPS dropoff level as their handle. Since then, I’ve tracked it and famous that there was a definite progress sample in the previous few months.

We now have knowledgeable the GBP staff and so they say they’re wanting into it.

The Repair: At present, all you are able to do is contact help or reply to your reinstatement e mail. The staff could not perceive the problem, so a video could assist your trigger. If this fails and you retain getting suspended, doc the problem utilizing this template:

Whats up, I’ve been suspended and reinstated X occasions.

Instance: 12/2/21: XX-XXXXXXXXX : Reinstated then suspended
Date: CaseID: Decision
Date: CaseID: Decision
Date: CaseID: Decision

If it occurs greater than as soon as, please report it to the group.

Timeline: No timeline; Google is investigating.

3. Service Institution Class

Screenshot from Google Maps, December 2021

Service companies are displaying up on Google Maps with the extra class “Service institution.”

Should you view a service enterprise on Maps and look at the supply code of the web page (or use considered one of a number of Chrome extensions to do it for you), you’ll discover it.

Unusually, there is no such thing as a “Service institution” class in Google My Enterprise. You possibly can’t choose it when including classes to your enterprise profile.

And so, the class you see on Maps doesn’t seem within the GMB dashboard.

Screenshot from Google My Enterprise, December 2021

Whereas this appears innocent, some customers with a mixture of a service space and storefront enterprise profiles are reporting declines within the visibility of their SABs.

Others are reporting that as an alternative of rating across the handle at which the itemizing was verified (which is how SABs are ranked), they’re rating in one other close by metropolis.

The Repair: Don’t panic. There may be nothing you are able to do for the time being.

The variety of studies of declining visibility stays low. Apart from, rating modifications could be attributable to quite a lot of different components.

Observe that Google doesn’t present help on basic rating points. If there is no such thing as a acknowledged bug right here, Google help will probably be of no assist.

This would possibly point out a change in the best way Google handles service companies. Alternatively, it may additionally be a small glitch that has no affect right this moment and might be mounted by tomorrow.

Google is conscious that this further class is displaying on the Map.

Timeline: None.

4. Enhancing Telephone Numbers In India

For months, customers in India have been unable to edit the cellphone quantity on their GMB itemizing.

At first, it seemed to be a bug.

Throughout Q3 nevertheless, Google up to date the Assist Heart doc: Perceive what occurs to your Enterprise Profile edits to make clear that this was a deliberate change put in place for high quality management.

“In India, and another areas, we take further steps to verify that your cellphone quantity is right.”

So whereas the problem was acknowledged, for a time it was believed to be a bug. GMB customers in India might solely make edits to their cellphone numbers with enter from the help staff.

The Repair: Google up to date the workflow for retailers in India. Customers are actually prompted to add extra, supporting documentation when making cellphone quantity edits.

Moreover, there may be now an announcement from Google pinned on the prime of the Assist Group that outlines the brand new workflow.

When working with enterprise profiles in India, simply make sure to work by means of the brand new course of fastidiously and fully.

Observe: This extra documentation requirement implies that every one cellphone quantity edits in India are being manually processed, which is a gigantic activity.

Timeline: No timeline for a repair; nevertheless, the brand new workflow is lowering the variety of customers impacted.

Ongoing GMB/GBP Points

1. Decreased Assist Due To COVID-19

The Google help staff stays strained by COVID-19. In Q3 2021, Google added a notification bar throughout the highest of the Assist Group that reads,

“At present, we’re working with a restricted help staff. It might take longer than normal to attach with us. Thanks on your endurance.”

What To Do: Anticipate delays. Think about some further kindness. COVID-19 is having a unique affect on completely different nations at completely different occasions.

Persistence is your solely choice.

2. Reputable Opinions Not Displaying Up

Instances by which reliable critiques fail to point out up proceed. In reality, there appear to be no indicators of enchancment on this drawback.

To summarize, critiques left for a enterprise don’t present up. The reviewer can see it however it doesn’t present publicly.

Right here’s what makes this fascinating: Skilled Google My Enterprise customers can typically learn a evaluate rejected by the Google nanny bot and establish the issue.

Forbidden phrases, subtly disparaging feedback, and so forth., are straightforward to identify with just a little follow.

Nonetheless, the present wave of filtered critiques is completely different. The rejected content material typically reveals no clear signal of violating Google’s content material insurance policies. Even seasoned GMB troubleshooters can’t establish what might need triggered the filter.

The Repair: The official phrase from Google is that in “…most circumstances, lacking critiques had been eliminated for coverage violations like spam or inappropriate content material.” Retailers ought to confer with the Assist Heart doc lacking critiques & delays.

After all, this doesn’t restore lacking critiques to your enterprise profile!

If you may get a screenshot of a lacking evaluate from the reviewer, report the problem locally discussion board. Publish the screenshot and Google Maps URL for your enterprise.

A product knowledgeable can escalate the case to the help staff for guide evaluate.

3. The 85% Bug And Brand/Cowl Photograph Not Showing To Replace

For months, Google has been prompting customers to finish their enterprise profiles, even when they’ve already filed in all of the accessible fields. The message consists of an indicator that the itemizing is simply 85% full.

That share varies, usually starting from 65% to 85%. In all circumstances, that worth is nonsense.

The message additionally supplies some steerage on the way to “full” your itemizing: add your emblem.

This means that your emblem is lacking, even when this isn’t the case! Additional, including a emblem won’t dismiss the warning.

The Repair: There is no such thing as a workaround. So for now, simply ignore the warning.

Early in 2021, Google introduced that they might have this situation resolved earlier than the tip of the yr. That deadline is quick approaching and there nonetheless doesn’t seem like a repair.

For peace of thoughts, you could need to change to incognito mode and verify your enterprise profile. For some customers, you could discover that the uploaded emblem is definitely publicly seen.

Keep in mind, we’re coping with human beings right here; there’s a pandemic outbreak in India and this impacts all areas of help.

The GMB staff has been exhausting at work all through the pandemic testing and implementing every kind of options and attributes to assist native companies keep seen and higher join with prospects.

As with all channels and interactions in enterprise (and hopefully in life), be respectful and affected person.

In my time as a Product Professional, I’ve seen GMB clear up issues large and small. Shout-out to the staff at Google My Enterprise and fellow Product Consultants who’re working to assist enhance the platform for all!

Should you see new points crop up, make sure to go away a remark.

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